Rude call centre agent

I called FNB to reverse an unauthorised debit order around 18h30 to met by a rude consultant by the name of Mantwa. First she answered and kept quite and I had to keep saying hello. Then I waited minutes while she was getting the authentication system on. Then the system didn't work. As soon as I finish putting in my last six digits and # key then it told me the card number was wrong. After a few tries I went to her and she sent me back to the system without waiting for me to tell her the problem. I tried twice and selected * to go back to consultant. She then told me to key in last six digits and then pin without waiting for voice prompts. When I told her it wasn't working in that same order as when I key in six digits and then # the prompts kick in. Even when I continue keying my pin the prompt continue in the background. She was impatient and sent me back to the useless system. After one attempt I selected * and then she told me I have to go to the branch. I asked if she can't authenticate me, but she just told me I have to go to a branch.<br> You say your calls are recorded, so get those recordings and see how rude I was treated solve my problem. Why must I go to the branch?